About this role
Secure Every Identity, from AI to Human
Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.
This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
The Team
You'll be joining our Okta Customer Acceleration organization, a high-impact team focused on defining and optimizing the self-service journey for our customers across Knowledge, Online Support, and Communities. Our mission is to transform the customer experience by enabling efficient, accurate, and engaging self-service solutions.
The Opportunity
We're looking for an experienced AI Trainer and Optimization Analyst to take full ownership of our customer support agentic experiences. This is a critical specialist role that offers the chance to directly influence millions of customer interactions annually.
You will act as the primary expert on the AI agent's performance, applying a strategic mindset to continuously analyze conversational data and leverage analytics to enhance the bot's ability. You will be responsible for:
• Implementing prompt engineering best practices.
• Ensuring the agent provides accurate, efficient, and on-brand support.
• Managing the bot's tone and ethical guardrails to prevent hallucination and incorrect assumptions.
• "Thinking bigger" to bring new, strategic ideas for leveraging the agentic experience for maximum customer impact.
What you’ll be doing
You will be the dedicated owner of the AI agent's conversational experience:
• Own Conversational Quality & Tone: Act as the primary owner for the AI agent's output, managing the content, tone, and ethical guardrails to ensure responses are accurate, on-brand, and avoid inappropriate or incorrect assumptions and "hallucination."
• Prompt Engineering & Training: Develop, test, and deploy advanced prompt engineering techniques, training materials, and conversational flows to enhance the AI agent's accuracy, intent recognition, and overall effectiveness.
• Performance Analysis & Optimization: Proactively monitor and analyze AI agent performance metrics, including deflection rates, resolution rates, and customer satisfaction (CSAT) scores, translating data into actionable training and optimization plans.
• Gap Identification & Remediation: Review and categorize high-volume AI conversations to identify new customer intents, common misclassifications, and critical content gaps in the knowledge base that require remediation.
• Strategic Collaboration: Work closely with the Content, Knowledge, and Customer Experience teams to understand common customer issues and translate those insights into strategic AI tra